Using Twitter’s new “Share via Direct Message” feature, your business can easily include customer Tweets when following up on past inquiries or issues.
Since Twitter started, it has been one of the most open sites in terms of social conversation with updates that are available to anyone, not just friends or followers. Although this new messaging option wasn’t in huge demand amongst Twitter users for this reason, it will allow the site to move further into the growing trend of mobile messaging.
Aside from giving users a way to transition from an open dialogue to a private conversation, this update can greatly impact the way that your business communicates with customers.
Currently, Facebook does not allow companies to directly contact customers without the customer initiating the private conversation. By using Twitter creatively and attentively, you can have an significant impact on your online relationships.
The lifespan of the average Tweet doesn’t extend past 24 hours, leading to a shorter attention span from its users. If you respond privately to a customer or potential customer even a couple days after their initial Tweet was sent, some context will be needed to jog their memory. Taking the time to explain why you’re reaching out could lead to more missed and forgotten conversations.
By including their original comment when responding to a customer, you can shave off minutes from your response time, which is valuable on a site that’s all about what’s happening now. Having their own words within the conversation also allows your customer to more easily return to the frame of mind they were in when they wrote their original update.
This new messaging feature also opens up the possibility of building more long-lasting relationships with your fans. The person that casually told you they wanted to look for a new car “in a few months” can now be easily reminded of your dealership. The fact that you remembered them weeks or months later will do even more to show that your business cares about customer relationships.